On-site
Full Time
Expert level understanding of Workforce management principles and Tools
Experience with Workforce management Tools
Hands on experience with VBA, SQL, Power BI, Advanced Excel, Power Query, Power Pivot and Power Automate
Experience working with: FTE based workforce models, Outcomes based workforce models with a proven record of managing forecasting for large scale projects
Ability to think both creatively and critically willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
Ability to effectively partner with stakeholders
Study Historical trends, business changes, promotions and market changes
Oversees and maintains the Workforce Management (WFM) Platform / System
Identifies real time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Report on forecast accuracies and Identifies risks, reports finding to various stakeholders
People Management
Employee Engagement
Performance & Discipline Management
WNS
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